Software Developer (ServiceNow)

Objectives/Purpose of the Job - Responsible to deliver ServiceNow Solution by designing Service Catalog Tasks process workflow, programming on ServiceNow platform, ensuring quality assurance of ServiceNow configuration/codes and maintenance of it.

Key Responsibilities & Key Result Areas

• Service Catalog Management
• Design, configure, and maintain the organization's Service Catalog within the ServiceNow platform.
• Collaborate with stakeholders to gather service requirements and ensure accurate representation in the catalog.
• Continuously update and improve the Service Catalog to meet evolving business needs.
• Requested Item Processing
• Configure and optimize the ServiceNow platform to efficiently process and fulfill user-requested items.
• Analyze and streamline the request fulfillment process, identifying areas for automation and improvement.
• Ensure timely and accurate handling of requested items, providing a seamless user experience.
• Workflow Automation and Service Catalog Tasks Generation
• Utilize Flow Designer to create configuration-driven workflows and automate Service Catalog Task generation.
• Design and implement efficient and scalable workflows to support business processes.
• Troubleshoot and resolve issues related to workflow automation and Service Catalog Task generation.
• Service Level Agreement (SLA) Management:
• Define, implement, and manage SLAs within the ServiceNow platform.
• Link SLAs to Service Catalog Task and ensure adherence to defined service levels.
• Monitor SLA performance, identify areas of improvement, and propose corrective actions.
• Reporting and Dashboarding
• Develop and maintain reports and dashboards within the ITSM platform.
• Create custom reports to track service performance, SLA compliance, and other key metrics.
• Analyze data, identify trends, and provide actionable insights to improve service delivery.
• Configuration and Customization
• Configure and customize the ServiceNow platform using tools such as Business Rules, UI Policies, Action Buttons, and Script Includes.
• Implement enhancements and modifications to meet specific business requirements.
• Ensure adherence to best practices and maintain version control of customizations.

Qualifications

• Tertiary education in Computer Science / Engineering or related discipline.

Experience

• At least 4-6 years’ experience in ServiceNow development.
• Experienced in ITSM configuration/design/implementation and requirements gathering

Technical / Professional Skills

• Must have strong knowledge on ServiceNow fundamentals, configuration & scripting.
• Configuring, developing and testing solutions on the platform to meet business requirements
• Excellent problem solving & communication skill

Non-Technical / Soft Skills

• Ability to work both independently and as part of a team with professionals at all levels
• Strong commitment to professional and service excellence
• Excellent oral/written communication, planning, project management, networking and influencing skills
• Project planning and task estimation
• Strong analytical skills and logical approach